Outsourced Tech Support: A Boon or a Bust? Navigating the Pros and Cons

Aug 31, 2023 | Managed Services

Hey everyone! ? Let’s talk about a topic that’s a hot potato in the tech world: Outsourced Tech Support. Whether you’re a startup hustling from your garage or a well-established enterprise, at some point you’ll need to make that big decision. Should you keep your tech support in-house or outsource it?

In-house or outsource tech support

The Upsides of Outsourcing ?

  1. Cost-Efficiency: No need to break the bank on hiring a full-time support staff, especially if you’re just starting. Outsourced teams usually offer scalable plans that grow with you.
  2. 24/7 Coverage: Because the sun never sets on a global workforce, right? You get round-the-clock support, which is a lifesaver for businesses that can’t afford any downtime.
  3. Specialized Skills: These are teams that live and breathe tech support. They often have expertise across multiple areas, saving you the headache of constantly training in-house staff.
  4. Focus on Core Activities: Let’s be real, you didn’t start your business to become an expert in tech support. Outsourcing allows you to focus on what you actually want to do, like developing your product or expanding your services.

The Downers of Outsourcing ?

  1. Quality Control: Ever got caught in that annoying loop of automated responses that lead you nowhere? Yeah, that can happen when you don’t have direct control over your support team.
  2. Security Concerns: Confidential information is at a higher risk when it’s out of your hands. Make sure your outsourced partner takes security as seriously as you do.
  3. Communication Barriers: Whether it’s language or just a lack of understanding about your business ethos, outsourced support can sometimes miss the mark.
  4. Lack of Personal Touch: No one knows your product like you do. An external team may lack that personal engagement which customers sometimes crave.

To Outsource or Not to Outsource? ?

The answer isn’t one-size-fits-all. But if you’re a smaller operation looking to scale quickly or you find yourself constantly bogged down by tech issues, it might be worth giving outsourcing a spin. Just do your homework: check reviews, request case studies, maybe even get in touch with their current clients to see if it’s a good fit. And for heaven’s sake, make sure they’re solid on the cybersecurity front!

P.S. If you’re on the Treasure Coast and need IT services, you know who to call. ?